Configuring omnichannel routing (beta)

Fastpath: Admin Center > Objects and rules > Omnichannel routing > Routing configuration

Note: Omnichannel routing is currently in a beta release. You're welcome to try it out and we'd love your feedback. Feel free to leave comments and suggestions in the Zendesk community. If you’re new to omnichannel routing, start by reading About omnichannel routing.

Before you start using omnichannel routing, you’ll need to turn it on and configure it. In this article, you’ll learn how to turn on omnichannel routing and manage your settings.

This article contains the following sections:

• Turning on omnichannel routing
• Setting up a routing configuration
• Turning off omnichannel routing

Turning on omnichannel routing

Before you can begin to configure omnichannel routing, you’ll need to turn it on and configure an auto-routing tag. This tag controls whether or not an email ticket is automatically routed. The tag isn’t required for messages because they are automatically routed to an available agent.

To turn on omnichannel routing

1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Routing configuration.
2. On the Manage settings page, select Turn on omnichannel routing.
3. Under Auto-routing tag, enter a unique name for your auto-routing tag, then click Copy.
4. Next, click the trigger link and create a trigger with the following parameters:
   1. Add the tag you created as a condition.
   2. Add actions to assign the ticket to the group you want and to set the ticket priority.
5. When you are done, close the triggers tab and then, on the Manage settings page, click Save.Now, any tickets with the auto-routing tag will be automatically assigned to the group you selected and also be set to the priority you selected.

Note: Triggers run only on new or updated tickets. Other tickets won’t be processed.

Setting up a routing configuration

Now that you’ve turned on omnichannel routing and set your routing tag, you’ll need to configure it. Once again, you’ll do this from the routing configuration page. An initial routing configuration is supplied with omnichannel routing. You can edit this to suit your needs.

To configure omnichannel routing

1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Routing configuration.

   

2. On the Routing Configuration page, click Edit next to the Initial routing configuration.
3. On the Initial routing configuration page, you can see the name and description for the routing configuration. You can also configure the following values:
   • Turn on messaging reassignment timing: This reassigns work to a different team member if it isn’t addressed in the time you specify.
   • Messaging timing (seconds): If messaging reassignment timing is enabled, specifies the time in seconds before work is reassigned to another agent.
4. When you are finished, click Save.

Setting up triggers to add the routing tag to email tickets

Before a ticket can be assigned to an agent, it must be assigned to the appropriate group. Email tickets must also have the routing tag. While you can add the routing tag and assign groups manually, triggers are the best way to accomplish both of these tasks in an automated way. You can create as many triggers as you need to properly group and tag your tickets, just make sure that the triggers you use for omnichannel routing perform both of the following actions:

• Assign a group
• Assign a priority

Examples of adding the routing tag and groups

• You want email tickets that come in from the “Very important bank” organization to be assigned the routing tag and assigned to the “VIP” group:
  • Create a trigger with the condition Organization > is > Very important bank.
  • Add an action Add tags > (_your routing tag name_).
  • Add an action Group > VIP.
• You want messaging tickets from a requester named “Celia Jones” to be assigned to the “Human Resources” group:
  • Create a trigger with the condition Requester > is > Celia Jones.
  • Add an action Group > Human Resources.

Turning off omnichannel routing

If you no longer want to use omnichannel routing, you can turn it off. Remember to modify or deactivate any routing triggers you’ve created.

Turning off omnichannel routing

If you no longer want to use omnichannel routing, you can turn it off. Remember to modify or deactivate any routing triggers you’ve created.

To turn off omnichannel routing

1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Routing configuration.
2. On the Routing configuration page, click Manage settings.
3. On the Manage settings page, deselect Turn on omnichannel routing.

When you are finished, click Save.